Home / Freedom of Information

Freedom of Information

Public Authority: Servizz.gov

Description of the Agency's structure, functions and responsibilities

Servizz.gov was established by the Servizz.gov Agency (Establishment as an Agency) Order, 2016 (S.L. 595.19). The Agency serves as a central point of contact between the Public Service and the public, facilitating access to Government services and information through a range of service delivery channels.

The Agency's functions include providing information and guidance in relation to Government services, assisting individuals in accessing public services, facilitating communication between service users and public authorities, and supporting the continuous improvement and accessibility of public service delivery.

Servizz.gov delivers its services through a network of regional and specialised service hubs, Freephone 153, online platforms, electronic communication channels and other customer support services. In carrying out its functions, the Agency works closely with Ministries, Government departments, agencies and other public sector entities to facilitate access to Government services and information.

The Agency operates under the direction of the Chief Executive Officer (CEO) and is organised into the following core functional areas: Operations, Research and Development, Corporate Services and Human Resources, Finance and Procurement, Information and Communication Technology, and Public Relations and Marketing.

General description of the categories of documents the Agency holds (including exempt documents)

Servizz.gov holds the following documents in connection with its functions, including:

● strategy, policy and governance documentation;

● programme and project documentation;

● service design and operational documentation;

● information and communication technology documentation;

● operational and technical documentation;

● procurement, contractual and compliance documentation;

● financial documentation;

● human resources and administrative documentation;

● health and safety documentation;

● communication and stakeholder engagement documentation;

● correspondence and case-related records;

● research and analytical documentation;

● archival and historical records.

Description of all manuals and similar types of documents which contain policies, principles, rules, or guidelines in accordance with which decisions or recommendations are made in respect of members of the public (including bodies corporate and employees of the public authority in their personal capacity)

Servizz.gov maintains manuals and similar documents which govern its decision-making and operational processes, including:

● service delivery procedures and customer care guidelines;

● complaint handling and escalation procedures;

● data protection and information governance policies;

● human resources policies and related procedures;

● operational manuals relating to service delivery processes;

● manuals and guidelines for digital services and electronic forms;

● procedures and user guides relating to case management systems and ICT platforms;

● manuals governing ICT processes, controls, and technical operations;

● government ICT policies, security standards, and regulatory frameworks;

● internal technical and operational guidelines supporting service design and delivery.

Statement of the information that needs to be available to members of the public who wish to obtain access to official documents from the public authority, which statement shall include particulars of the officer or officers to whom requests for such access should be sent

Requests for access to official documents held by Servizz.gov shall be made in writing and may be submitted:

● by email to: foi.servizz@gov.mt; or

● electronically through the FOI Portal using e-ID.

Requests shall:

● provide sufficient detail to enable the document to be identified;

● include the applicant's identification details as required by law;

● specify a postal address for the purpose of receiving notices under the Act.

Details of Internal Complaints Procedure

An applicant whose request for access to information has been refused, or who is otherwise dissatisfied with the information provided, the format in which it has been provided, or an extension of the time period for notifying whether a request will be met, may submit a complaint to the Agency.

Complaints should be addressed to the Agency's FOI Officer, who shall refer the matter to the officer responsible for the review of the complaint. The officer responsible shall examine the complaint and provide a reply within ten (10) working days from its receipt.

Where a complaint concerns a decision not to grant access to the requested information, the officer responsible shall inform the applicant of the outcome of the review and, where the original decision is upheld, provide the reasons for that decision. Where a complaint relates to the format in which information has been provided or to an extension of the statutory time limits, and the original decision is maintained, the applicant shall be provided with an explanation as to why the complaint cannot be upheld.

Applicants may also make use of the Internal Complaints Procedure where the Agency fails to comply with the timeframes established under the Freedom of Information Act, including where notifications or responses are not issued within the applicable deadlines. In cases where access to the requested information may be granted but the statutory deadlines have not been observed, any applicable fees relating to the provision of that information shall be waived.

Applicants shall also be informed of their right to appeal or otherwise lodge a complaint with the Information and Data Protection Commissioner in accordance with the provisions of the Freedom of Information Act (Chapter 496 of the Laws of Malta).

Other Information

Servizz.gov shall process requests and issue a response within the timeframes established under the Freedom of Information Act.

A fee may be charged for providing access to documents. Any such fee shall be limited to the cost of making the document available, including processing time and reproduction costs, and shall not exceed €40, in accordance with applicable regulations.

Where statutory time limits are not complied with, any applicable fee shall be waived.

Additional information:

● Access to documents is limited to eligible persons as defined by the Act;

● Requests are determined within twenty (20) working days, unless an extension is permitted by law;

● Access may be granted by inspection, copies, electronic means, or extracts, as appropriate;

● Requests may be refused only in accordance with the grounds established under the Freedom of Information Act, and applicants shall be informed accordingly.